Reservations Associate

Key Responsibilities

• Handle guest reservations, enquiries, amendments, cancellations, and special requests.
• Ensure accurate booking details, guest profiles, room types, rates, and billing instructions.
• Provide information about room availability, hotel facilities, packages, and services.
• Apply hotel pricing strategies and yield management practices to maximise occupancy and RevPAR.
• Promote room upgrades, hotel amenities, and food and beverage outlets to increase revenue.
• Coordinate with Front Office, Revenue Management, Sales, and Housekeeping to ensure smooth guest arrivals.
• Maintain accurate reservation records, reports, and booking correspondence.
• Handle guest complaints professionally and ensure timely resolution.
• Follow hotel policies, payment procedures, credit controls, and brand standards.

Key Success Factors

Key Skills & Requirements

• Knowledge of reservation systems, WRS/CRS, and online distribution channels.
• Understanding of room inventory, rate plans, availability, and yield management.
• Strong communication, telephone etiquette, and customer service skills.
• Proficiency in reservation records, reporting, and computer applications.
• Ability to prioritise tasks and coordinate effectively across departments.